Microsoft Teams Call Analytics & Call Queuing

A: Yes. ISI Analytics provides detailed reporting and dashboards for Microsoft Teams Call Queues and Auto Attendants. You can track metrics such as call volume, abandonment rates, Average Handle Time (AHT), Average Speed to Answer (ASA), and full call routing paths. See short video: https://www.youtube.com/watch?v=HBcNsXxefho

A: Yes, ISI provides complete visibility into Agent call activity for both inbound and outbound calls, metrics include:

• Who called?
  • Caller details
  • Caller Location
  • Caller Id Name
• How was the call handled by the Agent?
  • Agent Start Time, Agent End Time, Talk Time, Queue, Queue Location

Agent, Agent Location, Answered, Agent Final Action, Agent Final Destination

A: Yes. ISI enables visibility into individual user activity, including inbound, outbound, and internal calls. Metrics include:

• Call Duration
• Call Volumes

 A: Full visibility into Teams Meetings, including attendees, organizer, durations, and meeting summaries. Reports are available by department, meeting ID, and more.

A: Yes. Alarms and exception reports can flag inappropriate, excessive, or high-cost calls, helping identify the responsible party and enforce policies.

 A: Yes. Track call volumes by type, time of day, and user to analyze productivity, performance, coaching needs, staffing requirements, and engagement levels.

A: Yes. Optional features include automatic call recording and transcription for compliance, training, or QA purposes. Recordings can be securely stored and accessed alongside call analytics.

A: Yes. Managed Service Providers (MSPs) can use ISI to offer analytics and reporting across multiple tenants. Centralized or tenant-specific views can be configured.

 A: Yes. ISI supports full reporting across internal, external, PSTN, and peer-to-peer calls.

A: Yes. You can report on inbound, outbound, internal, and peer-to-peer calls beyond call queues.

A: During implementation, a Teams Admin grants permission via Entra ID by enabling toggles for CDR, Queue data, and Entra ID group access.

A: Yes. For MS Teams, we advise customers to add the users they want reporting on into their Azure AD groups so we can only import the users they need. When connecting to your queue data, you can see all the queues and select which ones you want reporting on through our web UI.

A: Yes. ISI allows users to schedule automated reports by user, group, or queue on a daily, weekly, or monthly basis. Reports can be delivered via email or exported in preferred formats.

A: The solution comes with a menu of pre-defined reports aligned around the most popular business needs as well as an end-user customizable report designer to modify standard reports or create new reports from scratch.

A: Yes. ISI reports on key productivity metrics such as:

• Agent handle time
• Answer/missed call ratios
• Ring time
• Agent availability and presence (Coming in Q1 2026)
• Call transfer behavior

 A: Yes. Reports can be automatically delivered via email on a recurring schedule (e.g., daily, weekly, monthly) to specified users.

A: Yes. ISI provides end-to-end call tracking, including:

• Origin point
• Routing through Auto Attendants and Queues
• Transfers
• Queue/wait times
• Call disposition (answered, missed, voicemail, etc.)
• View short video here: https://youtu.be/gsVaoxxKZvA?si=FN1w9zrjvqudT-oT

 A: Yes. ISI works across all three. For Direct Routing, trunk-level visibility may require SBC access.

 A: Yes. ISI supports multi-platform analytics, including Microsoft Teams, Webex Calling, Cisco UCM, and legacy PBXs.

 A: Yes. ISI is cloud-hosted, with options for data residency and compliance with SOC 2, HIPAA, ISO, and BAA/NDA requirements.

 A: Yes. ISI supports data exports and APIs for integration into data warehouses or external reporting tools.

A: Yes. ISI supports role-based access control (RBAC), enabling non-admin users such as team leads and department managers to access dashboards and reports without full Teams admin privileges. See short video here: https://youtu.be/rRTuETYNADE?si=MEV5nCJW1nuP6zse

A: No. There is no native integration to CRM platforms today. However, ISI does offer a flexible API that customers can leverage when building an integration to other database platforms.  For example, linking caller data to customer records for viewing call history tied to client cases or accounts.

A: Yes. ISI provides live demos, test environments, and proof-of-concept options to validate the solution in your environment before committing.

A: During implementation, the customer’s Teams Administrator will grant permission using their Entra ID tenant ID and will select from three toggle buttons: CDR, Queue data and Entra ID.